Meet: LAB Group

- Industry: RegTech, SaaS Platform
- Location: Melbourne or Sydney
- Product: B2B SaaS: RegTech compliance infrastructure for regulated financial services (digital onboarding, KYC, AML/CTF)
- Market: Financial Services & Regulated Sectors
- Funding: Privately held, founder-led

The Story Every regulated financial services business in Australia has to prove who its customers are, and as AML/CTF obligations expand, that job only gets harder. LAB Group builds the infrastructure that makes it work: digital onboarding, identity verification and compliance workflow, running inside some of the largest wealth and asset managers in the country.

The platform is established and deeply embedded. LAB's biggest clients run it across multiple processes and entities, and the relationships are long-term and genuinely close. Tranche 2 reform is now extending compliance obligations to whole new categories of business, and the momentum is building on two fronts: a new market opening up, and real room to grow alongside the clients LAB already partners with.

That client base is where this role lives. A group of significant, complex accounts, tight relationships, and clear opportunity to keep adding value inside them. LAB is investing in its customer success function to make the most of that, and this is one of the first hires into it.

The Role

This is a newly created seat. You will own a portfolio of LAB's most important existing client relationships, and you are accountable for them end-to-end: the relationship, the commercial and contractual side, and the growth that comes out of them.

You carry a personal expansion number. The job is to know these accounts inside out, map the stakeholders,



find where the next opportunity sits, and run the work that turns it into contracted revenue. You lead the relationship through renewal, and you bring LAB's product, implementation and support teams in at the right moment so that agreed work moves smoothly through to delivery.

You will not lead from a distance. LAB's clients sit at senior level inside highly regulated businesses, and they can tell quickly whether you understand them and how they operate. You will have real autonomy over how you run your portfolio.

The role reports to LAB's new Head of Customer Success, who has just joined to build this function from the ground up. You would be an early and important part of that, with the space to influence how it takes shape and as the portfolio grows. LAB is a scaling business where people work closely across functions, so you will have the leadership team alongside you on the accounts that matter.

Who we are looking for

- You come from customer success, where you have owned a portfolio of large, complex accounts and you can point to the retention and expansion numbers you personally delivered against a target.
- You are commercially sharp. You know how to find expansion inside an account, build the case, hold a price and take it through to contracted revenue, not just to agreement in principle.




- You worked within a scaling environment. Not every system is in place, structure is still being built, and you are comfortable with change rather than thrown by it.
- You have worked as part of a complex, technical solution, ideally in regulated technology. It does not need to be financial services, but it cannot be a simple, low-stakes product. You understand how highly regulated businesses buy and what they have to comply with.
- You multi-thread naturally. You get under the hood of a client, build new relationships across the organisation, and you are credible from operational users through to executive sponsors. You keep a clean pipeline and forecast, and you use AI and contemporary tooling to work faster.

What is in it for you This is a rare thing in customer success: a portfolio where the opportunity is already there, close client relationships to build on, and a function you get to help shape from early. The wealth and asset management market is opening up, and because the product is genuinely embedded and the relationships are strong, this is about growing partnerships rather than a cold sell.

You will own LAB's most important client relationships with real autonomy, a defined personal number, and comp structured around what you deliver. You will work closely with the Head of Customer Success and the wider leadership team, in a market with regulatory tailwinds driving demand across the base. And as the portfolio grows, there is room to build a strategic accounts capability and a team around it.

Sound like you?

Apply, or get in touch for a confidential conversation.

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